Helpdesk Specialist

$52,000 - $60,320/Yr

Yoh Services - Minneapolis, MN

Full-time

Minneapolis, MN

Administrative and Support Services

About the position

The Helpdesk Specialist is responsible for providing daily technical support and assistance within the technology department. This role involves troubleshooting hardware and software issues, assisting with the deployment of technology, and ensuring effective communication with clients and team members. The specialist will work under direct supervision and may also provide after-hours support for escalated issues.

Responsibilities

• Assist others in the technology department as needed.
• Provide after-hours service for escalated issues from the National Help Desk or supervisor under direct supervision.
• Assist with the deployment of hardware and software to clients, including installation, configuration, and testing of basic firm hardware.
• Assist with new hire processing, including account requests, verification, and basic equipment configuration.
• Perform basic software troubleshooting and hardware triage support.
• Assist with the equipment and set-up for conference/meeting facilities as directed.
• Assist with off-site support for client functions/meetings.
• Handle minor administrative functions such as moving and delivering equipment to clients.
• Perform administrative tasks, such as changing passwords.
• Handle minor functions such as moves, adds, changes, etc.
• Respond to customer inquiries concerning support requests, systems status, and network connectivity.
• Resolve hardware and software problems for firm-standard hardware/software and record inquiries and repair/service requests.
• Diagnose problems through research, isolation, and resolution steps using automated systems via Remedy.
• Report problems with procedures and make suggestions for improvements, escalating to or consulting with senior staff when a solution is unclear.
• Coordinate, track, and maintain inventory, including software and documentation upgrades, distributions, and licenses.
• Process firmwide requests for software and documentation.
• Track software licenses to ensure compliance with agreements and work with Purchasing and Contracts departments regarding software licensing and maintenance issues.
• Coordinate mass distributions, including on-site software duplication and documentation reproduction.
• Make recommendations to management regarding update and maintenance processes.
• Perform administrative duties as required.

Requirements

• Technical knowledge in support center/technology support, networking, telecommunications, help desk, and technology certification.
• Ability to perform basic software troubleshooting and hardware triage support.
• Experience with automated systems for diagnosing problems.

Nice-to-haves

• Experience with Remedy or similar ticketing systems.
• Familiarity with hardware and software deployment processes.

Benefits

• Equal Opportunity Employer
• Consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.